---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/conversational-interfaces

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Configure

# Configure Conversational Integration with WhatsApp (powered by Twilio) {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Install and set up the Conversational Integration with WhatsApp (powered by Twilio) application
to enable requesters to interact with virtual and live agents.

## Antes de Iniciar

Role required: admin

## Por Que e Quando Desempenhar Esta Tarefa

This task provides the general steps to integrate the WhatsApp
messaging app with a ServiceNow application using the Conversational Integration with WhatsApp (powered by Twilio) application.

## Procedimento

1. [Install Conversational Integration with WhatsApp (powered by Twilio)](https://servicenow-prod.fluidtopics.net/OFnnc5cq6YINEXWXSQtr8Q "Install the Conversational Integration with WhatsApp (powered by Twilio) so that your business can interact with requesters on the WhatsApp app. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.").
2. [Set up Conversational Integration with WhatsApp (powered by Twilio)](https://servicenow-prod.fluidtopics.net/xC3Tm29K_ACPxWb0b7Flgg "Set up the Conversational Integration with WhatsApp (powered by Twilio) application so that you can engage requesters in bot conversations. Integrating with ServiceNow Virtual Agent enables you to interact on WhatsApp chat with a Virtual Agent or Live Agent.").
3. [Design virtual agent
   topics to capture information from a WhatsApp chat
   conversation](https://servicenow-prod.fluidtopics.net/1ZkEgwjwtSwbh1rFjX4ANg "Use the collection of input controls provided by the Virtual Agent Designer to prompt and capture information from a requester in a WhatsApp chat conversation.").
4. **Opcional:** [Close idle WhatsApp chat conversations](https://servicenow-prod.fluidtopics.net/WEa9yNYaaANemd_wrtwkTQ "Enable agents to effectively manage their active WhatsApp chat conversations by automatically closing idle conversations after they have been inactive for a pre-configured amount of time.").
5. **Opcional:** [Integrate WhatsApp with other ServiceNow applications](https://servicenow-prod.fluidtopics.net/IS~VPwaGTQDgp7vkjiJ1sA "Other ServiceNow applications and features can use the Conversational Integration with WhatsApp (powered by Twilio) application.").
{#messg-whatsapp-configure__steps_f4z_2z2_bnb}